Mid-South User GroupOctober 22-24, 2014

ConvergeIT®

Deb DavisConvergeIT

© 2014 Fiserv, Inc. or its affiliates. 3

Virtualized Communication Solution

Business communications technology is rapidly evolving. The right solution can help ensure that your institution provides a great experience to your Customers.

Software based solutions can future-proof your investment.

In this session, we’ll discuss:• Technology Shifts for Audio Response, PBX and

Contact Center• New Capabilities• What’s Coming in the Future

© 2014 Fiserv, Inc. or its affiliates. 4

ConvergeIT Overview

Key Benefits • A Fiserv virtual solution, providing your Financial Institution with all its

communication needs on one platform• ConvergeIT: IVR (with speech recognition)• ConvergeIT: VoIP (IP telephony)• ConvergeIT: Call Center (Customer contact center) with screen pops

Important Features• VMware Virtualization • Account processing system integration for ConvergeIT: IVR

and screen pops• Multichannel call center • Recording capabilities for compliance and coaching• Disaster recovery for all applications (without having to repurchase

software)• A single point of total system administration

© 2014 Fiserv, Inc. or its affiliates. 5

Screen Pop

Soft Phone

Audio Response

Conferencing

Call ReportingCall Center

Call Recording

Voice Mail

Operator Console

Admin Console

ConvergeIT: An Integrated Communications Solution

VoIP Phone Mobility

ConvergeIT

© 2014 Fiserv, Inc. or its affiliates. 6

Before: Audio Response/IVR Systems

Analog, Outdated OS

• “Set it and forget it”• Hardware no longer supported• Out-of-date operating system• Analog phone lines• Expensive to replace

© 2014 Fiserv, Inc. or its affiliates. 7

Today: Audio Response/IVR Systems

Dedicated or Virtual Server

• All software option• May be virtualized• May be integrated with PBX and

Contact Center• Voice recognition option

© 2014 Fiserv, Inc. or its affiliates. 8

The PBX/Phone System Historical Challenge

Expensive, Difficult, Limited

• Proprietary hardware• Proprietary telephones• Expensive to purchase• Limited functionality• Difficult to manage• Expensive to maintain

© 2014 Fiserv, Inc. or its affiliates. 9

A Shift to More Software, Less Hardware

• Improvements in processing power reduces hardware footprint

• Self administration reduces management costs

• Integrated software suites increase capability while reducing costs

150 User PBX & Call Center

© 2014 Fiserv, Inc. or its affiliates. 10

Today: All Software Solutions

• All software PBX installed on a dedicated Intel server

• Or a virtual server using VMware or Hyper-V

• Standards based telephones

• SIP support to carrier

• On-premise or in a data center

© 2014 Fiserv, Inc. or its affiliates. 11

Future: All Software in the Cloud

• Cost reduction/ROI

• Eliminates hardware

• Operating expense vs. capital expenditure

• Reduced management overhead

• Redundancy

• User level disaster recovery options

© 2014 Fiserv, Inc. or its affiliates. 12

Today’s Contact Center: Connecting with Customers

• Voice over IP allows agents to work anywhere

• Agents just need a PC and a headset

• Intelligently route to the contact center from the audio response unit/IVR

• IM queuing expands contact options for Customers

• Supervise from anywhere

© 2014 Fiserv, Inc. or its affiliates. 13

Contact Center: Connecting with Customers

• Video conferencing support

• Standards based telephones (Polycom)

• Integration with Polycom video conferencing solutions

• Provide personalized Customer services at branches

© 2014 Fiserv, Inc. or its affiliates. 14

Contact Center: Stay Connected with Customers

Expensive, Difficult, Limited

• Employees can work remotely using a Soft Phone on a PC

• Employees can connect from home using an IP phone

• Employees can use mobile Extension to make and receive calls using iPhone or Android phone

• Calls can automatically be forwarded to a predetermined number

© 2014 Fiserv, Inc. or its affiliates. 15

ConvergeIT: Call Center

• No other company offers a converged call center solution, IVR and VoIP that integrates with an enterprise-wide processing platform via a single touch point

• Complete Call Center Applications• Automated call distribution (ACD)• Call / screen recording• Agent and supervisor desktop clients• Real-time performance management• Call reporting• Software developer kit (SDK)

• Enables integration to other call center systems and applications

Screen Pops

IP/PBX Premise-based

Call Center

IVR and PBX

Disaster Recover

y

IVR

© 2014 Fiserv, Inc. or its affiliates. 16

ConvergeIT: Call Center and Integrated Outbound Dialer

• Personalized service

• Consistent information access

• Voice, email, Web integration

Consistent Brand Experience

• Best skills applied

• Managed follow-up

• Improved conversion rates from Customer segmentation

Differentiated Service

• Engage enterprise experts

• Leverage local knowledge

• Presence, uninterruptible

Experience on Demand

• Seamless delivery of applications and services

• Central site, branch, remote

• Leverage global resources

• Business continuity

Virtual Infrastructure

• Capture, reporting and analysis

• Real-time information

• Customer experience view

Information Management

• Automated marketing campaigns

• Tracked results

• Automated asset recovery

Enhanced Self-Service

Customer

Customer Service for Sustained Competitive Advantage

© 2014 Fiserv, Inc. or its affiliates. 17

Employee Performance Evaluation

• Agent Performance • Agent Performance by Department• Agent Performance by Group• Agent Performance by Location • Evaluator Calibration Report • Department Performance • Group Performance • Location Performance • Financial Performance • Individual Question (Detail) Analysis • Skill Analysis by Event Type • Template Performance

Contact Center

© 2014 Fiserv, Inc. or its affiliates. 18

ConvergeIT – Virtualize Now!

• In an increasingly mobile world, virtualizing the tools used to communicate with Customers is crucial to financial success

• ConvergeIT brings the ability to completely virtualize the PBX management servers on a VMware platform

• Dynamic virtualized resource allocation with:• ConvergeIT®: IVR• ConvergeIT®: VoIP• ConvergeIT®: Call Center

© 2014 Fiserv, Inc. or its affiliates. 19

ConvergeIT: IVR and ConvergeIT: Call Center Virtualized

Softwareconverts to

Contact Center / IVR

Hardware

© 2014 Fiserv, Inc. or its affiliates. 20

ConvergeIT: VoIP and ConvergeIT: Call Center Virtualized

Intel ServerSIP Trunking

Dedicated or Virtual Server

Gateway

Analog/PRI Gateway

or

© 2014 Fiserv, Inc. or its affiliates. 21

Value to Clients

Price • Lower cost-of-ownership• Reduction in client cost of moves, adds,

changes• Reduction in client operating expense (that

is, toll costs, employee overhead, hardware maintenance)

• Free calls between offices

Technology and Innovation• Full-featured PBX/VoIP and IVR system• Virtualized IVR and PBX/VoIP platform• Business resumption• High reliability and availability• Support for call tracking• Open system design• Extremely scalable and modular (can tie to

legacy products)• Deep features with additional unified

communication

Integration • Smart integration to account

processing systems• Efficient implementation across the

organization (everything on IP)• Centralization of call control (data center

telephony)• Virtualization of contact center (agent

location independence)• Service

Equal or Superior Client Experience• Certified PBX/VoIP technicians and IP

network infrastructure• Web-based help desk with guaranteed

SLA• Stability of Fiserv• Single source of contact• Onsite or depot service option

© 2014 Fiserv, Inc. or its affiliates. 22

Thank You!

© 2014 Fiserv, Inc. or its affiliates. 23

ConvergeIT: IVRContact Us

Deb Davis

ConvergeIT Sales Manager

deb.davis@fiserv.com

810-571-0445